Professional Standards
The Directors of HES Estate Management Ltd are committed to ensuring that the standard of service provided by the firm reflects the highest professional standards. We acknowledge the importance of relevant training, and we undertake regular reviews of procedures and performance.
We are regulated by the following professional bodies:
Royal Institution of Chartered Surveyors (RICS)
HES Estate Management Ltd has ‘Regulated by RICS’ status which demonstrates that the firm practises to globally recognised ethical and professional standards. We are obliged to adhere to Rules of Conduct and our clients enjoy the benefit of the RICS’s Client Money Protection Scheme. Our membership of the RICS Designated Professional Body scheme regulates our activities in respect of handling insurance. We are committed to compliance with the RICS Service Charge Residential Management Code (3rd Edition)
Association of Residential Managing Agents (ARMA)
ARMA introduced a new self-regulatory regime for its members in 2014 known as ARMA-Q. This aimed to raise standards of leasehold management across the sector and has established new safeguards for leaseholders. It includes commitment to a Consumer Charter and professional Standards which are specific to managing agents. ARMA-Q has now evolved into what is known simply as 'ARMA Accreditation'. Like all ARMA accredited members, HES Estate Management Ltd must now meet the ARMA Consumer Charter & Standards.
Regulated Insurance Activities
HES Estate Management Ltd are not authorised by the Financial Conduct Authority. However, we are included on the Register maintained by the Financial Conduct Authority so that we can carry out insurance distribution activity which is broadly advising on, selling, and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Royal Institution of Chartered Surveyors (RICS). The Register can be accessed via the Financial Conduct Authority website.
Complaints Handling Procedure
Since October 2014, it is a legal requirement for all firms of managing agents to operate a Complaints Handling Procedure (CHP) which includes access to a Government approved independent redress scheme where unresolved disputes can be addressed, free of charge to consumers. This means complaints are handled independently and leaseholders can be confident that there is no bias. A copy of our CHP is available upon request.
The Property Ombudsman Scheme
The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service since 1990
The Ombudsman’s resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. The Ombudsman can, where appropriate, make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and/or for aggravation, distress and/or inconvenience caused by the actions of an agent.
We are regulated by the following professional bodies:
Royal Institution of Chartered Surveyors (RICS)
HES Estate Management Ltd has ‘Regulated by RICS’ status which demonstrates that the firm practises to globally recognised ethical and professional standards. We are obliged to adhere to Rules of Conduct and our clients enjoy the benefit of the RICS’s Client Money Protection Scheme. Our membership of the RICS Designated Professional Body scheme regulates our activities in respect of handling insurance. We are committed to compliance with the RICS Service Charge Residential Management Code (3rd Edition)
Association of Residential Managing Agents (ARMA)
ARMA introduced a new self-regulatory regime for its members in 2014 known as ARMA-Q. This aimed to raise standards of leasehold management across the sector and has established new safeguards for leaseholders. It includes commitment to a Consumer Charter and professional Standards which are specific to managing agents. ARMA-Q has now evolved into what is known simply as 'ARMA Accreditation'. Like all ARMA accredited members, HES Estate Management Ltd must now meet the ARMA Consumer Charter & Standards.
Regulated Insurance Activities
HES Estate Management Ltd are not authorised by the Financial Conduct Authority. However, we are included on the Register maintained by the Financial Conduct Authority so that we can carry out insurance distribution activity which is broadly advising on, selling, and administration of insurance contracts. This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the Royal Institution of Chartered Surveyors (RICS). The Register can be accessed via the Financial Conduct Authority website.
Complaints Handling Procedure
Since October 2014, it is a legal requirement for all firms of managing agents to operate a Complaints Handling Procedure (CHP) which includes access to a Government approved independent redress scheme where unresolved disputes can be addressed, free of charge to consumers. This means complaints are handled independently and leaseholders can be confident that there is no bias. A copy of our CHP is available upon request.
The Property Ombudsman Scheme
The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service since 1990
The Ombudsman’s resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. The Ombudsman can, where appropriate, make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and/or for aggravation, distress and/or inconvenience caused by the actions of an agent.
